Question 1

How can I track my order ?

Accepted Answer

You can see the latest status of your order online at any time by logging in to your account and then using the Track My Orders facility.    You will need to logon with the email address and the password that you entered when checking out your order.

Question 2

When will I receive my order ?

Accepted Answer

Each product on the website will give you an indication of the current stock availability. This availability is updated constantly based on information from our suppliers and from sales and supply patterns. The availability information given is a guide only and not a guarantee as there are external factors that we may not have control over.    The timescales quotes are when we would expect to be able to send the item to you, so in fact reflect the time that is likely to elapse before we are able to despatch the item to you.    The total time for the item to reach you will also have to take into account the time that it takes the courier or delivery service to reach you. For details on despatch methods please  click here .

Question 3

How will my item be sent ?

Accepted Answer

The method of despatch will depend on the size, weight and value of the order.    We use the following methods of despatch :    - DPD Courier (usually next working day delivery except certain locations)  - Parcelforce (usually next working day delivery except certain locations)  - Royal Mail (usually 1 to 5 working days delivery)  - Direct From Supplier (usually 2 to 4 working days delivery)  - Pallet delivery (usually 1 - 2 working days delivery)    The despatch method will depend on the size, weight and value of the items and the times quoted only apply from the time that we despatch the item. They should be used in conjunction with the availability times to estimate overall delivery time.    If you have any special requirements, please ensure you leave details in the comments section of your order or call us to arrange details. Please note that a charge may apply for special arrangements.

Question 4

What happens when I receive my goods ?

Accepted Answer

Please note that all deliveries that are sent by Courier or Special Delivery MUST be signed for.    Upon receipt of your goods please inspect to ensure goods are in good condition and if there are any problems please  contact us  immediately.

Question 5

How can I calculate my postage charges ?

Accepted Answer

For an individual item you can work out what the postage charges would be by clicking on the "What is the postage for this item?" link on the particular product page. You will need to enter some details relevant to your delivery location and then your delivery charge will be displayed.    Your delivery charge could be affected if your order is for multiple items, or if it reaches a certain value.    To determine the delivery charge for your whole order, add the items you want to your basket and then use then select the appropriate delivery destination to display your delivery total.

Question 6

Why don't you ship to my country ?

Accepted Answer

Due to the nature of the products we sell it is only feasible to deliver goods to the United Kingdom.    This is due to the fact that many tools are excessive in size or weight, or are reliant on a UK type power supply.

Question 7

Why do you prefer a landline number ?

Accepted Answer

We ask for a landline number if possible, for security purposes, to help prevent credit card fraud for both ourselves and for the general public.    Fraudsters rely on being able to give bogus address details and untraceable mobile telephone numbers and so asking for a landline telephone number is one basic step towards stopping online fraud.    We will accept orders without a landline number but in some cases (for example high value orders) it may delay the processing of the order as it is more difficult to carry out the relevant security checks using only a mobile phone number.    If you simply want to give a mobile number as it is easier for us to contact you that way in case of a query, you could enter that in the Alternative Contact Number.

Question 8

What is my 3 Digit Card Security Number

Accepted Answer

On the back of your credit or debit card, on the signature strip is number seperated by a space. The card security number is the second half of this number and should be 3 digits. This is the number that is required in the checkout. For an example see the image below :         Using this value is another level of security against card fraud which protects both customers and suppliers.

Question 9

Will I get notifications about my order status ?

Accepted Answer

We endeavour to keep our customers informed regarding the progress of their orders at every stage. This is why it is important to provide us with an email address, and to ensure that you enter your email address correctly.    When you first place your order you will receive an email almost immediately confirming your order reference.    Once we have received your order, it is submitted to checks and validations - depending on the outcome of this process you will either receive a full order confirmation, or an email notifying you of any problems. This email should follow fairly shortly after you have placed your order.    As your order progresses through our system you will be notified of any important milestones. These may include :    - notification of the despatch of your order  - notices of any delays that might occur (out of stock items etc)  - notifications of problems charging your card    These emails do not need a reply unless they specifically ask for you to contact us, or unless your goods are not received.    If we send your goods by DPD Carrier, and you have supplied us with your mobile telephone number, you will also receive a SMS notification (text message) regarding a more exact delivery time. The despatch method we use will be governed by the weight / size of your order.

Question 10

Why haven't I received any email notifications ?

Accepted Answer

The most common cause for this is due to a slight typing mistake when you entered your email address whilst checking out your order. If our system does not have your valid email address it will be unable to send you the notification emails.    Please contact us to determine if this is the problem, and to allow us to update our recrods accordingly.    Please also check that you are able to receive emails from us, and that you or your ISP does not have any spam software that might block our automated email notifications.    It is always worth checking your junk or spam box to see if any of our automated notifications or staus update emails have found their way in there by mistake.

Question 11

How do I cancel an order ?

Accepted Answer

Please  contact us  with your full details and your order reference.    Please note that orders can only be cancelled providing despatch has not occurred. If you need to return an item that has already been despatched please  click here  for details.

Question 12

What do I do if my details have changed ?

Accepted Answer

Please remember to  contact us  to inform us of any relevant change of detail as we cannot be held responsible for incorrect details. Always remember to check your details before final submission of your order.

Question 13

Acceptance of your order

Accepted Answer

Acceptance of your order and the completion of the contract between you and us will take place on despatch to you of the products ordered unless we have notified you that we do not accept your order or you have cancelled it.    As a rule we do not accept orders to be delivered to a building site. If you put an address down that IS a building site, we will NOT accept any liability for loss of the goods and orders are at your own risk. In the event that an order is delivered but does not end up with the person who has ordered them, we will not compensate you nor resend any lost goods. This only applies to orders that have been sent to an address that is not actually a permanent fixed address such as a building site. We recommend that you always get your order delivered to a permanent fixed address.    As a rule we do not accept orders to be delivered to a shipping / freight forwarding company.    Please note that bulk orders to a business are classed as special orders. On acceptance of your order it is assumed by us that you have verified and examined the product that you are ordering in quantity as cancellations and return of unwanted goods ordered in bulk will not be accepted. For the avoidance of confusion bulk orders are in general orders of over 10 units of a small/medium size product and over 3 units of a large size item.    We carry out in certain circumstances identity checks to verify the person ordering is who they say they are. We use the information to fulfill orders and customer requirements, deliver orders, process customer payments, and ensure a good level of customer service.    In some circumstances we may send a letter to verify that the cardholder lives at the supplied address, and reserve the right not to accept your order until that letter has been responded to in the correct way.    In extreme circumstances where security is in doubt, your order may be not accepted or it will be cancelled if previously accepted.

Question 14

Where do you deliver to ?

Accepted Answer

We currently delivery to all areas of the UK which includes England, Scotland, Wales, Northern Ireland ( NI ), Scottish Islands including Shetlands and Outer Hebrides, Isle of Man, Isles of Scilly, Jersey, Guernsey ( Channel Islands ) and other offshore islands. We do not delivery to any areas outside of the UK and we do not currently delivery to the Republic of Ireland ( ROI ).

Question 15

What payment methods can I use on the website ?

Accepted Answer

Payments over the website can only be accepted by a Credit or Debit card.    We accept all major cards including Visa, Visa Debit, Mastercard, Visa Electron & Maestro.                                The website is protected by the latest Secure Sockets Layer (SSL) technology which protects your personal and payment information which means that it is perfectly safe to order online.

Question 16

Can I order over the telephone ?

Accepted Answer

Our website is protected by the latest Secure Sockets Layer (SSL) technology which protects your personal and payment information which means that it is perfectly safe to order online.    If however you still prefer to speak to someone to place your order, you can call us on 0208 805 3535.    Our Express Order line is open 24 hours a day, 7 days a week, but this line is only available for customers wishing to place a new order, and will be unable to deal with queries relating to existing orders.    If you require assistance with an order that you have already placed please contact customer services during our normal opening hours, 9.00am to 5:30pm, Monday to Friday, excluding bank holidays and seasonal variations.    Payment can be made by a Credit or Debit card. We accept all major cards including Visa, Visa Debit, Mastercard, Visa Electron & Maestro.

Question 17

Prices of goods

Accepted Answer

All prices on our website are correct at time of checkout. Prices may be changed at any time.    VAT at the prevailing rate is inclusive unless otherwise indicated. The VAT amount is always calculated on the day of invoicing for your goods at the appropriate rate.    A VAT invoice is sent via email for VAT registered customers.

Question 18

Technical Information

Accepted Answer

If you need any technical information regarding a product it is often best to contact the manufacturer directly. A list of  manufacturer technical helplines  can be found here.    For any other enquiries relating to product availability, delivery times etc please  contact us  at Tooled-Up.

Question 19

Guarantee / Warranty Details

Accepted Answer

Most of our products carry a manufacturers guarantee (unless otherwise stated or not shown) covering both faulty materials and faulty workmanship, it does not cover general wear and tear or damage & does not cover consumables or wearable items.  Some products such as Karcher Commercial products carry only a commercial warranty and are subject to special terms for warranty issues. These terms are stated in the warranty section when viewing those products. Any Repair work on these products that is subsequently deemed to be non warranty is subject to surcharge.  All Extended warranties (Those warranties more than 1 Year) are applicable for standard usuage only and any use in industrial / commercial environments must be confirmed with the manufactuer as most manufacturers will not cover this type of usage. These extended warranties are only covered by the manufacturer and usually require registration with the manufacturer for the extended warranty to be effected.    Many manufacturers will offer a direct repair or replacement service (as applicable) which will often resolve your problem more quickly.    Guarantee/warranty information does not affect your statutory rights.

Question 20

Health & Safety

Accepted Answer

Before using any tool that you purchase from us, please read carefully all instructions and any safety warnings. If you are unclear on any aspect of the use of the product please contact the manufacturer for explanation prior to use.    Voltages : please check carefully the voltage rating of the product you have purchased to ensure that it will operate on your electrical supply. Products that are rated at 110v are usually intended for use with a transformer.    Tooled-Up.com will take no liability for any injury or loss through misuse of any item purchased from us.

Question 21

Pictures & Descriptions

Accepted Answer

Although we endeavor to keep our pictures & descriptions up-to-date we do sometimes encounter errors. All our pictures are intended as a guide only and descriptions are the main information supplied to describe a product - these should be used in preference to the picture. Please note that small variations do sometimes occur between the printed picture and what is supplied.    Please note that where a picture includes items other than those described ie A toolbag with tools - this is intended for presentation purposes and the tools are NOT included unless the description actually says that they are included.    If an item has no picture or description and you are in any doubt as to what the item is, please call to confirm before completing your purchase.

Question 22

How do I return a faulty item ?

Accepted Answer

All of our products are covered by a manufacturers warranty covering both faulty materials and faulty workmanship, it does not cover general wear and tear or damage. This excludes products or parts of products that are consumables or that wear down such as drill bits.    Most faulty products will need to be examined before we resend a new one, to avoid unnecessary returns please ensure you have followed all the manufacturers instructions and if unsure, that you have spoken to one of our technicians for assistance.    Please use our  Printable Returns Form  as a covering note for the item. Failure to complete this form may lead to a delay with the processing of your return.    Please note that we cannot be held responsible for lost returns so please ensure you return them via an appropriate courier or insured method as we do not accept any liability until received by us.    Goods should be returned in their original packaging, with adequate protection to ensure that the goods and packaging reach us in good condition. Failure to package an item properly will result in delays and possibly additional costs.

Question 23

Can I return an unwanted item ?

Accepted Answer

You may only return an item that is unwanted under the following criteria and if you are not ordering goods as a business or company:    - The item is in an 'as new condition'. It must be returned to us in it's original condition unused and in it's original packaging which should not be marked or damaged (e.g. if you have opened the box to examine the product you must have done so carefully). It should be returned with the original box, packaging, accessories. Do not write directly on the packaging.    - You notify us in writing by fax, letter or email within 14 working days of receipt of the item and return them within 30 days. We recommend you keep a copy of this.    - The order is not an order for a business or company.    Items not returned to us in an 'as new condition' will be subject to us claiming costs in relation to making these products re-saleable.    Please note that if an exchange for another item(s) is requested then you agree to the standard delivery charge that would apply to that item(s) if purchased through our checkout procedure on our website.    Please use our  Printable Returns  Form as a covering note for the item. Failure to complete this form may lead to a delay with the processing of your return.    Please note that we cannot be held responsible for lost returns so please ensure you return them via an appropriate courier or insured method as we do not accept any liability until received by us. All costs associated with the return of the unwanted item are to be paid by yourself and return must be made to the correct despatch warehouse. We will inform you when notified of your intention to return an item of where this should go to.    Goods should be returned with adequate protection to ensure that the goods and packaging reach us in good condition. If any goods are damaged in transit you will have to pursue a claim with the courier or mail service that you used.    All goods returned to us as unwanted will be examined upon return and any refunds / exchange will only be applied once final agreement has been made to accept the product(s) back in accordance with our terms & conditions. Any free or bundled items received with the product must also be returned.

Question 24

How do I return an item that was sent to me in error ?

Accepted Answer

In the unlikely event that we have sent you an item that was not the one that you ordered please  contact us  to inform us of the problem.    Please note that goods should be checked immediately on delivery and any errors should be notified to us within 7 working days.    Please note that we will cover the cost of a return where we have sent you the incorrect item. This return cost should not exceed £7.50 without authorisation from us as we may opt to arrange for a collection of the item. Please note that collections can only be arranged for certain items.    Please use our contact  Printable Returns Form  as a covering note for the item. Failure to complete this form may lead to a delay with the processing of your return.    Please note that we cannot be held responsible for lost returns so please ensure you return them via an appropriate courier or insured method as we do not accept any liability until received by us.    Goods should be returned in their original packaging, with adequate protection to ensure that the goods and packaging reach us in good condition.    Where an order is placed under special delivery arrangements any delivery charge is non refundable in the event of a return unless the goods are faulty or damaged.

Question 25

Collections

Accepted Answer

If we have agreed to collect you goods for return to us please note that we CANNOT confirm a collection time. We will however confirm a collection day. Please see below for our Collection Terms & Conditions:    1. Someone must be available at this address to handover the return items and sign the collection note.  2. Our courier will not collect goods left without someone to sign the collection sheet.  3. Please ensure a returns form has been filled out and is enclosed with the returned goods.  4. Goods must be well packaged and our address must be written on the return package clearly.  5. Refusals, No Answer, Not in will all count as failed collection and as such please see below.    Please note that if any of the above terms are not adhered to then we are unable to re-visit the address for collection and the goods will have to be returned by yourself.    We cannot refund any costs incurred when returning goods after a collection has been unsuccessful for any of the above reasons or where the failed collection was not of our fault.    Please note that we cannot accept any third party liability or consequencial loss as a result of a collection that has been pre-arranged not being successful by our courier. It is rare that collections fail, but if it does we will do our best to re-arrange at a convenient date.

Question 26

How do I return Damaged Goods ?

Accepted Answer

In the unlikely event that we have sent you an item that was damaged in transit please contact us to inform us of the problem.    If we inform you that the item needs to be returned to us then please use our  Printable Returns Form  as a covering note for the item. Failure to complete this form may lead to a delay with the processing of your return.    Please note that we cannot be held responsible for lost returns so please ensure you return them via an appropriate courier or insured method as we do not accept any liability until received by us.    Goods should be returned in their original packaging where possible, with adequate protection to ensure that the goods and packaging reach us in good condition.    Where an order is placed under special delivery arrangements any delivery charge is non refundable in the event of a return unless the goods are faulty or damaged.    Please note that in certain cases we may need to examine the item(s) before re-sending replacements. If this is necessary we will try to make this happen as quickly as possible.     Important:   Please note that  ALL damage claims must be reported to us within 3 working days of delivery . Any claims for damage cannot be processed after this time. Claims cannot be accepted for damage once goods have been used. We reserve the right to charge for goods sent as replacements for the original item if the damaged item is returned used or if the damaged item is not returned back to us.

Question 27

Royal Mail Won't Accept My Parcel

Accepted Answer

Royal Mail have strict rules on the size of parcel that you can return via the Tracked System, it also has rules on what types of products can be returned.   If you have been returned to this page from the Royal Mail Tracked Returns website then please call us on 0208 8053535 or email us to arrange an alternative method of return.

Question 28

I want to cancel my order

Accepted Answer

You may cancel an order prior to it's despatch providing we have no special agreement to order the item in for you such as bulk orders if you are a business or company. If the item has been despatched you will have to return the product according to our returns policy. Please also see the section returning unwanted goods for more information. Please use the contact form here for more information on cancelling an order. Please note that the website can be up to 12 hours behind when displaying despatch status for your order.

Question 29

Refusing a delivery once goods have left us

Accepted Answer

Please note that if you refuse goods from either Royal Mail or our Courier once they have been sent to you, we reserve the right to bill you for both the cost of sending the item and the return of the item to us. If you refuse an order without instruction from ourselves and it becomes lost in transit we will not refund the value of goods as all liability will have passed to the person who refused the delivery. Any losses or damaged that occurs from lost parcels will be the responsibility of the person who ordered the goods.

Question 30

Delivery not made as you were out at the time

Accepted Answer

If goods are returned to us due to you not being in when delivery is attempted we reserve the right to charge for return of the goods back to us by deducting the original delivery charge and return charge from any refund provided. Please note that we usually make at least 2 attempts to deliver goods and we always send a confirmation email the working day before delivery. Our courier will also leave a card for you to contact them and return of goods to us, usually only occurs if no reply is made once a card is left.

Question 31

How do we protect your details ?

Accepted Answer

We operate the latest SSL encryption for our website, verified by Verisign Secure.  Click here for more details.

Question 32

Does the website use cookies ?

Accepted Answer

Please note that our site uses cookies to enable the shopping basket to work. We do not store any personal or identifying information in the cookies.

Question 33

Why is my basket is empty after I have added an item ?

Accepted Answer

Most shopping basket problems are because of low or incorrect cookie settings. Adjusting your cookie level will normally resolve the problem. If a problem persists please  contact us  and we’ll do what we can to help.

Question 34

Can't find the product you are looking for ?

Accepted Answer

There are a number of ways to find the product that you require.    Probably the easiest is to use our quick search facility at the top of every page. Simply enter some relevant keywords that describe the item you require and click the search button. Our search engine will provide you with a list of the most relevant matches, plus a list of categories that contain items that match your criteria.    You can also drill down through the list of categories at the top left hand side of the page. The categories may expand into further sub-categories if that is appropriate to the section you are looking at.    If you know the manufacturer of the product you are looking for you can browse the site in such a way that it shows you products that are made by that manufacturer only.  Click here to browse by manufacturer .    If you’re still unable to locate your item please  contact us  and we will assist you.

Question 35

Copyright & Trademarks

Accepted Answer

All trademarks used are the property of their respective owners. All trademarks are recognised. This site and its content are the property of Tooled-Up.com/MyToolShed.co.uk.     The site design, structure, graphics, source code and all other material contained within our site are the copyright of Tooled-Up.com/MyToolShed.co.uk, its partners and suppliers.    © Copyright Tooled-Up.com/MyToolShed.co.uk. All rights reserved. All Trademarks recognised.

Question 36

How can I receive details of your latest special offers and new products ?

Accepted Answer

To join our mailing list simply enter your email address in the section on the right hand side of the page entitled Newsletter.    We will send periodical notices of offers and new products via email - we will not bombard you with non relevent mailings.    Please see our  privacy statement  for more details.

Question 37

How do I unsubscribe from your mailing list ?

Accepted Answer

To be removed from our mailing list please  click here .    You will need to enter your exact email address that you are receiving our emails to - this will remove it from our list.    Some customers that have multiple email addresses sometimes have difficulty in removing themselves from the list because they try and remove the incorrect address.    If you have any difficulty removing yourself from the mailing list please  contact us  so we can assist.    We always honour requests to stop customers receiving unwanted information.

Question 38

Use of Voucher Codes

Accepted Answer

Vouchers must only be used by the intended recipient. We reserve the right to charge the original price of any sale before the voucher code discount or offer has been applied where a voucher has been used by a person who was not the intended recipient.    Voucher codes do not have a cash alternative and are only valid when used in conjunction with it's published terms and conditions. If you use a voucher code and the discount applied is more than our advertised offer you must inform us immediately. Again we reserve the right to charge the full price of the goods should you knowingly use a voucher code that offers more than it's advertised rate.    Voucher code discounts do not apply to delivery charges. Voucher codes cannot be used in conjunction with each other, we allow only one voucher code per checkout. Voucher codes can only be used once per UK address. Voucher code offers only available to UK & Ireland residents.

Question 39

Are we WEEE Compliant?

Accepted Answer

Please help us to minimise the effect we have on the environment by recycling your waste electrical goods. To see our policy on recycling your old electrical products, please visit  our WEEE Compliance Statement.

Customer Help & Procedures

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